Posts under Retention
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It’s not about Customer Retention (tactics)!
Customer Retention (or Loyalty) is earned through long-term customer commitment not through short-term tactics …
Business leaders often try to attack customer attrition through short-term, short-sighted retention tactics (i.e. campaign-of-the-month or this Quarter’s service initiative …) without the commitment to discover root cause, improve customer interactions or change “customer-hostile” behaviors. Companies that take the time to know their customers, build trusting relationships and focus on delivering exceptional value … achieve high levels of customer loyalty and advocacy. Retention (or Loyalty) is earned through long-term customer commitment not through short-term business tactics.
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